Monthly Report – April 2026
Executive summary
- Team utilisation for April was 79.2%.
- Sarah had the highest utilisation at 92.1%, followed by Leo 87.1%, Mercedesz 74.0%, and Jenine 65.0%.
- April training volume was 48 sessions in total: 40 venue sessions and 8 GRATIS sessions.
- April operational totals show 1,730 Freshdesk tickets, 139 chats, and 29 sub forms.
- Using connected calls only from the Zoom CSV, April recorded 327 connected inbound calls, 277 connected outbound calls, 604 total connected calls, and 21h 36m 45s total talk time.
- April CSAT was 4.86/5 from 132 responses, with 99.24% of responses rated Satisfied or Very satisfied.
Utilisation overview
Overall team utilisation: 79.2%
| Analyst | Utilisation |
|---|---|
| Mercedesz | 74.0% |
| Sarah | 92.1% |
| Jenine | 65.0% |
| Leo | 87.1% |
Sarah and Leo carried the highest share of available hours, while Jenine’s utilisation was reduced by sickness and leave during the month.
Time off
| Analyst | Weekly hours | Bank holidays | Holiday | Sick | Net available hours | Time logged | Utilisation |
|---|---|---|---|---|---|---|---|
| Mercedesz | 39 | 16 | 16 | 8 | 116 | 85.83 | 74.0% |
| Sarah | 30 | 16 | 28 | 0 | 76 | 70 | 92.1% |
| Jenine | 39 | 16 | 16 | 24 | 100 | 65 | 65.0% |
| Leo | 39 | 16 | 0 | 8 | 132 | 115 | 87.1% |
Main items from tickets
- Mercedesz: 6 hours on the Post Town project; 4 hours on Green Key monthly data processing; 5 hours on stadium experience listing updates.
- Sarah: 2.5 hours chasing July renewals; 2.15 hours processing May renewals; 6 hours on the 3 & 6 month venue engagement plan; 1.46 hours chasing June renewals.
- Jenine: 10 hours on the TVD quality data report; 3.5 hours on July renewals.
- Leo: 4 hours updating GRATIS help documents; 2h45 compiling monthly agent stats; 2h35 helping VeSpace configure emailing into GRATIS; 2.5 hours assisting Calder with a consolidated invoice issue.
Channel activity snapshot
Workbook totals: 1,730 Freshdesk tickets, 139 chats, 29 sub forms.
Ticket records
| Analyst | Opened | Closed |
|---|---|---|
| Leo | 116 | 140 |
| Mercedesz | 78 | 87 |
| Jenine | 366 | 384 |
| Sarah | 583 | 607 |
| Zac | 81 | 84 |
| India | 1223 | 1132 |
Telephone records
Totals: 327 connected inbound, 277 connected outbound, 604 total connected calls, 21h 36m 45s total talk time.
| Analyst | Connected inbound | Connected outbound | Total connected calls | Total talk time |
|---|---|---|---|---|
| Sarah | 82 | 143 | 225 | 7:33:15 |
| Leonardo | 94 | 20 | 114 | 4:31:35 |
| Jenine | 68 | 75 | 143 | 3:21:00 |
| Mercedesz | 71 | 24 | 95 | 4:06:50 |
| Zachary | 12 | 15 | 27 | 2:04:05 |
Chat records
| Handler | Chats |
|---|---|
| AI Agent | 116 |
| Sree | 0 |
| Vaishali | 16 |
| Yashi | 3 |
| Sargun | 22 |
| Aanchal | 14 |
Note: the visible chat detail totals 171, which does not match the workbook monthly total of 139, so the chat views appear to use different reporting cuts.
Customer training activity & feedback
- Total sessions: 48
- Venue sessions: 40
- GRATIS sessions: 8
| Analyst | Training sessions completed |
|---|---|
| Mercedesz | 16 |
| Jenine | 14 |
| Sarah | 10 |
| Leo | 8 |
Visible weekly pattern:
- Mar 30–Apr 3: 8 venue / 3 GRATIS
- Apr 6–10: 6 venue / 1 GRATIS
- Apr 13–17: 16 venue / 4 GRATIS
- Apr 20–24: 10 venue / 0 GRATIS
Average training satisfaction, attendee totals, and detailed feedback themes were not clearly available from the retrieved April training survey files.
Overall satisfaction survey results
- Responses: 132
- Response rate: Not available from the file alone
- Overall CSAT: 4.86 / 5
- Satisfied or Very satisfied: 99.24%
Score distribution
- Very satisfied: 115 responses (87.12%)
- Satisfied: 16 responses (12.12%)
- Dissatisfied: 1 response (0.76%)
Top positive drivers
- Speed / response time – “Very quick!”, “Brilliant response time! Thank you!”, “Sarah was quick to reply and try and solve the issue :)”
- Helpfulness / quality of resolution – “Amazing work! Thank you”, “Brilliant work!”, “Were very efficient and helpful!”
- Individual agent excellence – “Brilliant Aanchal! Thank you :)”, “Sarah Green was very quick and efficient, and my account is now working perfectly.”
Top negative drivers
- Access / permissions issues – “I still don't have access, it says ‘access restricted’.”
Weekly & monthly trends
- The workbook confirms the data shown is for the whole of April.
- Monthly totals show 1,730 Freshdesk tickets, 139 chats, and 29 sub forms.
- The workbook also shows 534 venues added, 30 suppliers added, and 33 venues retired.
- Per-person ticket activity was strongest across Sarah, Jenine, and India, with Sarah leading the UK team on both opened and closed tickets.
- Connected phone activity was led by Sarah on both total connected calls and talk time.
- Chat handling was concentrated in the AI Agent and offshore support team.
- Average first-response time and average resolution time were not clearly available from the retrieved April files.
Actions and focus for next month
- Keep workload balanced across Sarah and Leo, who carried the highest utilisation in April.
- Plan capacity carefully around Jenine’s reduced availability when sickness and leave are high.
- Use connected-call reporting from the Zoom CSV as the primary source of truth for phone reporting.
- Review access / permissions handling, as the only dissatisfied CSAT response was tied to an unresolved access issue.
- Continue emphasising fast response times and clear ownership, since speed and helpfulness are the strongest positive satisfaction drivers.
- Reconcile chat reporting definitions in the workbook, because the monthly total and visible handler totals do not align.